Customer Operations Representative II

Dana Corp; Maumee (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

Dana Corp in Maumee, Ohio seeks a Customer Operations Representative II to manage complex customer inquiries, order management, and EDI processes. You will coordinate with cross-functional teams to resolve issues, monitor order fulfillment, and support returns and financial reconciliations.

The role emphasizes analytical problem-solving, effective communication, and continuous process improvement in a manufacturing/distribution setting. Flexibility for non-traditional hours may be required.

Qualifications

• Advanced customer service and issue-resolution skills.
• Experience with SAP, Salesforce, SharePoint, and MS Office.
• 3+ years in manufacturing, distribution, or similar settings.

Responsibilities

• Manage and resolve complex customer inquiries and escalations.
• Coordinate order status changes, delays, and recovery plans with customers.
• Provide EDI support and resolve ASN and EDI reject issues.
• Process shortages, damage claims, returns, and credits/debits.
• Collaborate with Sales, Accounting and Warranty to settle discrepancies.
• Participate in cross-functional process improvements and onboarding.

Skills

Customer service

Analytical skills

EDI transactions

Order management

Communication

Cross-functional collaboration

Process improvement

Project management

Microsoft Office

SAP

Salesforce

SharePoint

Education

Bachelor's degree preferred

Tools

SAP

Salesforce

SharePoint

Microsoft Office Suite

Job description

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets - passenger vehicle and commercial truck equipment - Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

Job Purpose

The Customer Operations Representative II is responsible for managing complex customer service and operational activities while serving as a subject matter expert for customer order management, EDI processes, post-shipment support, and issue resolution. This position proactively collaborates across departments to resolve customer challenges, improve operational efficiency, and enhance the overall customer experience.

Job Duties and Responsibilities

Customer Support and Issue Resolution

• Manage and resolve complex customer inquiries and escalations.
• Provide proactive communication regarding customer orders and service-related concerns.
• Serve as a key resource for issue resolution requiring cross-functional coordination.
• Ensure customer concerns are addressed promptly and effectively.

Order and Shipment Management

• Manage open order boards and monitor order fulfillment activities.
• Proactively communicate order status changes, delays, and recovery plans to customers.
• Coordinate activities to minimize service disruptions and improve delivery performance.

EDI And System Support

• Provide support for Electronic Data Interchange (EDI) transactions and processes.
• Investigate and resolve EDI reject errors.
• Resolve Advanced Shipment Notification (ASN) related issues.
• Support customers and internal teams on EDI-related inquiries.

Claims and Returns Administration

• Coordinate shortage, overage, and damage claims.
• Process and manage customer return requests.
• Collaborate with logistics, distribution, and customer teams to ensure timely resolution.

Financial Resolution Support

• Partner with Sales, Accounting, and Warranty departments to resolve debits, credits, and warranty-related concerns.
• Investigate customer account discrepancies and support corrective actions.

Process Improvement

• Participate in cross-functional process improvement initiatives.
• Analyze operational challenges and recommend solutions.
• Support implementation of process enhancements that improve customer experience and operational efficiency.

Leadership Support

• Share knowledge and best practices with team members.
• Assist with onboarding and training activities as needed.
• Support departmental objectives and special projects.

Education and Qualifications

• Bachelor's degree preferred.
• 3+ of customer service experience in a manufacturing, distribution, or related environment; equivalent experience may be considered in lieu of a degree.
• Experience with SAP, Salesforce, SharePoint, and Microsoft Office Suite.
• Ability to work overtime or non-traditional business hours as needed.

Skills

• Advanced customer service and issue-resolution skills.
• Strong analytical and problem-solving abilities.
• Knowledge of EDI transactions and order management processes.
• Excellent communication and collaboration skills.
• Ability to manage multiple priorities and complex customer situations.
• Continuous improvement mindset.
• Strong organizational and project management skills.
• Ability to influence and collaborate across departments.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.